Job Description
This role will manage a team of 3 help desk staff, provide Tier 3-4 levels of technical support, coordinate with external technology contractors, manage IT team projects, and collaborate with other IT team groups in an environment with 2500 internal customers at 20 locations throughout the US.
*Must have prior experience managing employees*
Essential Duties
Manage the IT Service (Help) Desk and Staff
Daily analysis of tickets and SLA goals
Advanced-level provider of technical support
Develop and train staff
Project management
Asset Management
Technology Procurement
Voice and Data Service Technical Support
Management of IT Service Vendors
Collaborator with other senior IT staff
Manage staff schedules and on-call shifts
Hire and train director report staff
Monitor and conduct reviews of staff performance
Budget Management
Stay current with industry standards and trends
Assists with the implementation of department policies and procedures
This position requires travel up to 10% annually
In addition to the job Qualifications below, the ideal candidate will have...
Previous work experience and training in customer service
Worked 3 years in any of the following industriesSenior Housing, Hospitality, Healthcare, Restaurant, or Retail
Telecom service and systems management supporting Analog POTS Lines and MPOE/MDF/IDF Rooms
Leadership training